Client Success Manager – 2

Zones is a leading global IT solutions provider with over 35 years of experience delivering innovative, end-to-end services. As a Minority Business Enterprise (MBE), Zones specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, Zones partners with top technology vendors such as Microsoft, Apple, Cisco, Lenovo, and Adobe to build digital infrastructures that transform business operations. The company is committed to excellence, ensuring clients receive reliable and comprehensive IT solutions tailored to their needs.

Key Responsibilities

- Serve as the primary point of contact for customer escalations, owning and managing the overall customer service experience.
- Maintain operational health of assigned accounts by monitoring key performance indicators and service level agreements (SLAs).
- Conduct regular operational business reviews with account managers and clients to ensure alignment and address concerns.
- Collaborate with Project Management Office (PMO), Operations Leadership, and Supply Chain teams to oversee deployments, inventory management, and delivery standards.
- Identify customer pain points and coordinate internal resources to provide timely resolutions and risk mitigation.
- Manage issue resolution processes, including coordinating with internal departments and presenting action plans with follow-ups until resolution.
- Ensure consistent support across accounts by measuring performance against SLAs and client-facing processes.
- Maintain up-to-date account documentation and utilize dashboards and reporting tools to track key metrics.
- Partner with Regional Resource Coordinators to monitor contracted SLAs and assign corrective actions as needed.
- Drive account growth by identifying opportunities for operational expansion and process improvements.
- Coordinate with account managers, clients, and internal teams to mitigate risks related to inventory, payables, and cycle times.

Required Qualifications

- Minimum of 3 years’ experience in customer service or account management.
- Familiarity with order fulfillment and corporate purchasing processes.
- Strong communication skills with a proven ability to resolve complex issues efficiently.
- Ability to work effectively in a fast-paced environment with diverse teams and tight deadlines.
- Excellent verbal and written communication skills.
- Experience presenting to senior-level clients.
- Ability to work independently with minimal supervision.

Preferred Qualifications and Benefits

Zones values diversity and inclusion, fostering a supportive workplace where every employee is respected. The company offers a comprehensive benefits package, including life insurance, optional health insurance, EOBI, and a voluntary pension scheme. Additional perks include complimentary meals and access to an on-site gym. Zones is an equal opportunity employer committed to maintaining a discrimination-free environment based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, genetic information, or pregnancy.

The position operates on Pakistan Standard Time from 1:00 PM to 9:30 AM. Zones may use artificial intelligence tools to assist in the recruitment process; however, all final hiring decisions are made by human recruiters.

If you are passionate about driving innovation and delivering exceptional customer success in IT, Zones offers a dynamic and collaborative environment to grow your career.